Best answer by Ken_Griffiths
View original
Sonos Move not showing
Userlevel 1
I’m having an issue where my new Sonos Move will connect to the network and will not show in the app. The bit that says offline disappears but so does the speaker. Restarting only fixes this issue some of the time. Any ideas?
Page 3 / 4
I'm having the same issue. The Move disappears from the app. Last time I was using Alexa on Move I then grouped music to a play 1 speaker. Then it went wrong touching the play button on the move made music play through the play 1 speaker but not the move speaker. The move vanished from the app until I either switched to bluetooth or switched off then it appeared as off line. Took a while to fix. Worked out I had to follow the instructions to reboot and reset the move. Then I had to reset the wifi network in the house to allow it all to reconnect. Took ages to work out but got it going again. Then today I have played music through Alexa to the move. Move plays music. Then after a short time I moved to another room in the house. I stopped the move playing and used Alexa to start the play 1 through the phone Alexa app. Now the Move has vanished again. Really cant be bothered resetting my entire network again when everything else is working fine. Sonos please sort this out or I will be returning my Move after lockdown is complete.
I have this issue I have to turn the move off and back on to find in the app why can’t they just stay on like all the others do when it’s connected to the dock?
I’m having this issue too. However, the Move shows up on my Android devices but not my Apple devices (ipad and mac desktop).
When I group the Move with a second speaker on an Android app, that second speaker then disappears from all my Apple apps.
Also, the Move does show up on my Spotify desktop app as an option.
So, at least from my observations, this seems to be an Apple app specific problem??
Couid someone from Sonos please do us all a favour and let us know they’re hearing us and looking into this?
Thank you.
OK, there is absolutely no rhyme or reason as to when the Move is connected.
- I get home tonight and check and the Move is still visible and controllable in my Sonos app. I check and my phone is on the 2.4k network.
- I switch my phone to the 5k net work and am not able to connect to the Move.
- I switch my phone back to the 2.4k network and can not connect to the Move.
- I close out the app and open it up and can control the Move again (I am on my 2.4k network)
- I switch my phone to my 5k network and am still able to control the Move.
- While all this is going on, my other components are always visible.
How do I find out which network the Move is on? I have a 5k and 2.4k network on the router.
I have the same problem. The move disappears while it’s on the charger. Closing and reopening the app does not solve the problem. I know it’s not a wifi issue because Google Assistant works just fine on the Move. As a matter of fact, if I start music on the Move using the Google Assistant, the Move will show up in my Sonos app.
Maybe try this... Power off the actual charger loop for s minute or so and let the charger reset itself. Then power it on again and see if that fixes the issue for you.👍
I tried that and nothing changed. Closed out and reopened the app and still no luck. I gave up, then when I looked in the app 10 minutes later there it was. I’ll see if it’s still visible when I get home tonight.
Ensure the mobile controller device is on the same WiFi network band and if you have a mesh home WiFi system, or any WiFi access points/extenders, then check they are all operating on the same wireless channels (and SSID’s) as the main router.
I have the same problem. The move disappears while it’s on the charger. Closing and reopening the app does not solve the problem. I know it’s not a wifi issue because Google Assistant works just fine on the Move. As a matter of fact, if I start music on the Move using the Google Assistant, the Move will show up in my Sonos app.
Maybe try this... Power off the actual charger loop for s minute or so and let the charger reset itself. Then power it on again and see if that fixes the issue for you.👍
I tried that and nothing changed. Closed out and reopened the app and still no luck. I gave up, then when I looked in the app 10 minutes later there it was. I’ll see if it’s still visible when I get home tonight.
I have the same problem. The move disappears while it’s on the charger. Closing and reopening the app does not solve the problem. I know it’s not a wifi issue because Google Assistant works just fine on the Move. As a matter of fact, if I start music on the Move using the Google Assistant, the Move will show up in my Sonos app.
Maybe try this... Power off the actual charger loop for s minute or so and let the charger reset itself. Then power it on again and see if that fixes the issue for you.👍
I have the same problem. The move disappears while it’s on the charger. Closing and reopening the app does not solve the problem. I know it’s not a wifi issue because Google Assistant works just fine on the Move. As a matter of fact, if I start music on the Move using the Google Assistant, the Move will show up in my Sonos app.
I also have issue with sonos move needing to restart all the time. Showing it is offline even though it is onlinw
Is that whilst the Move is on, or off, the charger loop?
If it’s whilst it’s off the charger, it is supposed to go offline. However, if it’s whilst it’s connected to the charger, then it is most likely the WiFi signal.
If using the 5ghz band for connection, then perhaps consider switching it to your 2.4ghz band.
If you are using a WiFi mesh system or access points, WiFi extenders/repeaters or powerline adapters etc; then ensure they are ALL operating on the same channels as the main hub/router. Try to ensure you select a fixed non-overlapping WiFi channel that is least-used in your locality. Keep the Move away from potential sources of wireless interference, as mentioned in this document…
I also have issue with sonos move needing to restart all the time. Showing it is offline even though it is onlinw
I had the same issue.
My scenario:
- Added a new Wifi Network to my home (the built in wifi from my providers router was terrible.
- Followed instructions and all speakers moved over to the new network except for the move.
I tried everything to bring the Sonos Move and finally figured out what worked for me. I tried the factory reset, and the Sonos speaker would join the network for a few moments and then eventually disappear and show up as unreachable in the app.
I had a hunch that perhaps it was still somehow associated with my old network.
Went to Settings | Network | Networks.
Sure enough my old network was in the list. I removed the old Wifi Network, repeated the factory reset and now everything is working just fine.
Good luck.
Jason
similar issue here… My L+R Move pair disappear from the app on MacOs and this morning from IOS. strangely when I hit play they play in the zone they were last attached but do not show in the app o n Mac or iOS and cannot control volume..
Definitely a bug that has gotten worse. They used to always or almost always show in the iOS app. Only had issue on desktop macOS app. Latest update 10.5 seemed to propagate the missing Moves to IOS as well.
I just used “find missing speaker” one at a time and they were added back as a pair - after searching for each individually. something is wonky.
I have exactly the same issues and completely agree this is a bug in the app. I have also tried all the fixes. Sonos need to fix it fast.
I've been having the exact problem those two screenshots show. Closing, force quitting, opening nor any other app related method has made the Move wake up. It's just sitting in its base showing in the system but when I come back the following day, it's not showing, nor does it play. I have to cycle it on and off for it to come back. Less than ideal. No repeaters here.
And what happens when the repeater is switched off completely?
Userlevel 1
So, since my last post I have reset the speaker but as I was doing so my iPod stopped while looking for it on the network. But when I opened the app on my phone (Android) it came up with the register speaker option. After doing this the speaker appeared in the rooms on my phone. I have restarted my iPod and the app but the speaker still does not appear. It does however appear in the app on my phone and the windows application. I tried looking at the same time on all three. I am starting to think that it may be an issue with the app and not just my WiFi. I have made sure they are on the same network as each other, as well as taking it to another location with only one network but it has the same problems. I have three Sonos speakers on my home network and 2 on the other network. All other speakers show correctly on both networks only the Move does not.
J05H912,
In “Settings/System/Network/Networks” in the Sonos App the SSID of the Move's connected WiFi Network should be shown. If it’s on the repeater SSID and the controller is connected to the main router (or vice versa) then that is the issue and both need to be on the same network, preferably the main routers network.
Here are the instructions to switch Networks for the Move speaker assuming you may want to put it on the same network as your mobile...
https://support.sonos.com/s/article/3666
In “Settings/System/Network/Networks” in the Sonos App the SSID of the Move's connected WiFi Network should be shown. If it’s on the repeater SSID and the controller is connected to the main router (or vice versa) then that is the issue and both need to be on the same network, preferably the main routers network.
Here are the instructions to switch Networks for the Move speaker assuming you may want to put it on the same network as your mobile...
https://support.sonos.com/s/article/3666
The wireless repeater may be the problem.
Are you sure the Move is connected to the same SSID as the other speakers?
Try setting it it up again with the repeater turned off to be sure it’s connecting on the network you want it.
Are you sure the Move is connected to the same SSID as the other speakers?
Try setting it it up again with the repeater turned off to be sure it’s connecting on the network you want it.
Userlevel 1
Settings, System, Find Missing Product
to see if it shows up?
Just tried this but it doesn't create the network that I need to join
Yes, I have a wireless repeater which uses a second SSID
The "Offline" tag is saying that the unit has dropped for unexpected reasons, such as turning the power off.
I understand the offline part but after I tap the power button it does not reconnect with the app. I have the app on both Android and iOS but they both show the se thing. The offline device disappears completely and I can no longer see the Move. See previous screenshots
Userlevel 7
+26
Before we go too far down the rabbit hole here, the Move is designed to go into a standby mode when it's not in use for a while. In that mode, it'll drop off the app until you close and reopen the app, or quick press the power button on the unit. @Ken_Griffiths has quite the observations laid out here. Does this seem to match up with what you're seeing?
The "Offline" tag is saying that the unit has dropped for unexpected reasons, such as turning the power off.
The "Offline" tag is saying that the unit has dropped for unexpected reasons, such as turning the power off.
Do you have wireless extenders or access points on your network?
Have you tried
Settings, System, Find Missing Product
to see if it shows up?
Settings, System, Find Missing Product
to see if it shows up?
Userlevel 1
This is before I turn the speaker on:
This is after I turn the speaker on and it connects to the internet:
As you can see in the screenshots, I have full signal on the wifi
This is after I turn the speaker on and it connects to the internet:
As you can see in the screenshots, I have full signal on the wifi
Userlevel 1
I have already tried resetting the speaker but it only fixed it for a while. However I know that the speaker is still connected to the internet because if I have google or Alexa turned on I can play music using that
Page 3 / 4
Reply
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.